Homecharge Technical Team Leader

Recruiter
Confidential
Location
Milton Keynes
Salary
Competitive
Posted
04 Jun 2021
Closes
02 Jul 2021
Contract Type
Permanent
Hours
Full Time
Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Responsible for reviewing, processing and monitoring applications during numerous aspects of the customer journey. Throughout the process you will be required to manage multiple applications whilst maintaining excellent customer service levels. You will be required to demonstrate excellent multitasking skills, good time management alongside the ability to work well under pressure.

* Managing, prioritising and distributing workloads- emails, call backs, new applications, review of existing applications

* Manage and motivate a team of First and Second Line Technical Reviewers

* Identify and Share Best practise

* Conduct root cause analysis and recommend process improvements

* Handling escalated complaints from Team Members

* Monitor and drive team performance and report on metrics

* Carry out advisor 121's, RTWs and development and coaching conversations

* Ensure company goals and objectives are being met by each employee an provides constructive feedback

* Provide leadership to the team acting as a positive role model at all times

* Ensure compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care

* Motivate team members and set clear team goals

* Recognise high performance and reward accomplishments

* Measure and drive performance in the following areas: App to Install Conversion Rates, App to Install SLAs, Aborts Rates, Average Handle Time